Customer Care Manager III

Lumen Argentina; United States; Remote; USD 56,000 - 76,000; Full time

Job summary

A leading company is seeking a Customer Account Manager for federal clients in the telecom industry. The role involves managing customer satisfaction from order through billing while collaborating closely with sales and service teams. You will need strong analytical and communication skills, along with expertise in telecom transport products. If you thrive in a fast-paced environment and have a passion for customer service, this opportunity is for you.

Benefits

Comprehensive health benefits

Life insurance

Flexible working options

Employee development programs

Qualifications

• Bachelor’s Degree or significant related experience required.
• Strong skills in customer service, problem solving, and telecom products.
• Ability to work under pressure in fast-paced environments.

Responsibilities

• Manage federal customer accounts from order to billing.
• Collaborate with sales and service delivery teams.
• Ensure customer satisfaction and resolve inquiries proactively.

Skills

Customer service

Problem solving

Analytical skills

Interpersonal communication

Collaboration

Telecom transport product knowledge

Education

Bachelor’s Degree

5+ years of related experience

Job description

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We’re invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping the future.

The Role

Acts as a single point of contact for a group of assigned Federal customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Promotes revenue growth, retention, and overall customer satisfaction. The role requires a good understanding of transport products within the public sector, specifically federal clients. Focus on transport implementation and project coordination for public sector clients, including veteran affairs.

The Main Responsibilities

• Partner closely with sales and service delivery eco-systems to understand and implement sold solutions.
• Provide critical date management and escalation support to meet committed delivery objectives.
• Validate order details for sold services
• Follow established protocol for submitting orders to Order entry and provisioning.
• Provide timely response to customer and service delivery inquiries.
• Pro-actively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met.
• Meet learning, development and personal growth objectives to provide a superior customer experience.
• Partner with sales and service delivery to resolve order exceptions throughout the delivery lifecycle
• Required to clear the GSA public trust suitability check

What We Look For in a Candidate

Required:

• Bachelor’s Degree or 5+ years of related experience
• Customer service, problem solving and analytical skills
• Verbal, written and interpersonal communication skills
• Collaboration skills and use a team approach to accomplishing work
• Telecom transport product knowledge a must
• Experience working with Federal Customers
• Ability to stay focused in high paced stressful working environment.
• Ability to learn and adhere to customer care policies, processes, and principles
• Ability to maintain a proficient understanding of Lumen products and services.
• Have a working knowledge of the implementation workflow

Preferred:

• Understanding of technical products and services
• Formal project management experience
• Knowledge of order process and technical side of the provisioning process
• 3+ years of telecommunications/technology experience.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges:

$56,900 - $76,000 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
$59,850 - $79,800 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$62,700 - $83,600 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

• Benefits
• Bonus Structure

#LI-FP1

Requisition #: 338531

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline
07/05/2025